Success Engagement Manager

3 weeks ago

Bengaluru, India Calix Full time
Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.

Calix is looking for a Customer Success Manager to drive adoption of the Calix Support Cloud. The CSM completes the post-sales lifecycle for customers, serving as the advocate for each customer and accelerating the expansion of solutions within each account. The ideal candidate will be as passionate about solutions as they are about providing an exceptional experience for every customer.

Responsibilities:

  • Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals.
  • Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success.
  • Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process.
  • Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.
  • Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups’.
  • Establish relationships with key customer stakeholders to drive further product adoption.
  • Work cross functionally with consulting services and sales to ensure seamless onboarding.
  • Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.

Qualifications:

  • 5-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
  • Managing support representatives in a call center directly
  • Delivering software solutions to call center customers
  • Natural proactive nature who approaches all situations with an empathetic and patient manner.
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
  • Strong technical skills that allow for an ease when guiding customers through technical processes.
  • Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of solutions within customer environment.
  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
  • Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
  • Experience in Telecommunications industry preferred.

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